Frequently Asked Questions
Often the Frequently Asked Questions (FAQs) section has the answers your seeking
Drawn from the most common questions, we’ve compiled FAQ’s for general and digital mailroom outsource services. We’re always happy to hop onto a call and answer any questions in greater detail.
General FAQ
What's the case for outsourcing versus doing it in-house?
Allowing our clients to focus on their core mission instead of the hassles of staffing and expertise in non-core areas. All we provide is document and data conversion and document management solutions. We think about data solutions 24/7. This single-minded focus ensures that we stay on top of our industry by using the latest technology and industry best practices. The benefit to you, our client is 48 years of experience. An application that we use for our lockbox client may be just as relevant for our federal defense agency. By quickly connecting these dots we help our customers get what they want from us – reliable and consistent conversion services at a cost effective price. ILM has the best, industrial grade document conversion software and equipment available in the industry and our production management techniques and processes have been honed, tested and proven over decades. Quite simply, we can do it faster and less expensive at a higher quality than our clients can. That’s the value that our clients recognize and value. What our clients do with their extra time is up to them.
Where will my work be done?
We live in a global economy and ILM takes advantage of the best people and technology. Many times those resources are here in our offices. Other times they are offshore. If you require that all of your work remain within our secure facility we will fulfill that request. If you are looking for the best value of accuracy, turnaround and pricing, your documents may be received, prepped and scanned in the U.S., and then sent outside of the country for final indexing. Regardless where your work is actually performed you’re working with an ILM U.S. based Project Manager. ILM is fully responsible the security, accuracy and turnaround time of your job.
How do I get a quote?
It all starts with a conversation to discuss your issues and intended goals. We have yet to have two clients with exactly the same project. While characteristics and certain details may be common among industry applications, we take the time to analyze your project and specifications. In many cases, we’ll request samples or other supporting information to help us build your custom quotation. Often we’ll provide sample data of your actual work. By performing a small test helps us to comprehend your project requirements for pricing and implementation and gives you confidence that we understand your requirements.
Can you provide references?
Absolutely. Working in many industries and applications, we provide relevant references of your peers so you can get the insider scoop.
Where is ILM located?
Our secure facility is located in Fredericksburg, VA just outside of Washington DC, on the I-95 corridor. We are also in a HUBZone-designated census tract. Our address is: 1551 Emancipation Hwy. Ste 200 Fredericksburg, VA 22401
Is outsourcing my confidential documents safe?
Yes. We treat our client’s information as if it were our own personal information. Systems and safe guards are in place to ward against unauthorized use and each client and project has its unique security requirements and therefore each project’s needs are addressed individually. As part of our SOC Audit (formerly SSAE 16), ISO 9001:2015 Quality Management System, and PCI Compliance, ILM has a process in place where we routinely review, monitor and update our physical, personnel and electronic security measures.
What if I need something while your processing it?
Should you need access to your documents, simply give your project manager a call. Typically within 2 business days, we will retrieve and send them.
We have a variety of return options. If not already digitized, we will priority scan and securely upload and or send originals back.
Digital Mailroom FAQ
What are my mailbox choices?
Depending on the nature of your business, ILM provides many options for mail collection.
A real business street address that can receive:
- Official government, banking and financial mail
- FedEx, UPS and courier mail
- Certified and registered mail
USPS Post Office Box
- Lockbox for receiving checks
- USPS only mail
Maintain your organization’s professional image when using ILM’s provided mailing address.
Can I keep my current address?
For many reasons, you may have a need to keep your current address.
- For clients within the Washington, DC Metro or Richmond, VA regions, our driver can pickup mail from your current location.
- USPS Premium Forward Service – Commercial (PFS-C), allows clients to keep their existing mailing address and have mail routed directly to ILM for processing. We will guide you through the entire process to get up and running with this USPS service.
Does ILM help with Change of Address?
No one likes change. Especially when it comes to moving your business. We have a thorough onboarding process, part of which tackles change of address. Your dedicated Project Manager will guide you through the process so the proper entities are notified and mail is smoothly transitioned to your new mailing address.
We will create a custom playbook (checklist) for your organization that can offer:
- Guide you through the USPS Change of Address online form
- Collect and submit your IRS 8822-B Change of Address Business
- Complete the USPS Commercial Mail Receiving Agency (CMRA) form
- Provide instructions of how to contact your state’s Secretary of State
- Notify clients, vendors and partners using our outreach services
- Telephone
We’ve got you covered.
Is your facility secure?
Yes. Operating in many industries including federal agencies, ILM strives to protect both physical and electronic information.
- SOC2 Type 2 Audited
- HIPAA Compliant
- PCI / DSS Certified
- PII and PHI Compliant
On a case by case basis, ILM can provide disaster recovery, privacy policies and other security related information.
Can you deposit or forward checks?
Yes. ILM has been providing lockbox services since 2000. Electronic depositing or check forward is available. Regardless of which check service you choose, ILM can capture check information such as:
- Payor
- Payee
- Date
- Routing and Account Number
- Memo Fields
- Courtesy Amount Recognition (CAR) and
- Legal Amount Recognition (LAR)
We electronically deposit the checks directly into your checking account. Our clients require speed of deposit to access their funds. Using an intermediary slows down that process.
Depending on the nature and volume of checks, two types of electronic check depositing is available.
Image Cash Letter (ICL) has a faster deposit time and requires the creation and transfer of an X9 data file to your bank. X9 files contain a data fields such as routing and account numbers, amounts, and payors.
Remote Check Deposit (RCD) is sending a static image (picture) of your check to your bank. They in-turn capture the check information to make the deposit. You can use the bank’s app on your phone, or the bank may provide you with a small desktop check scanner.
Check Forwarding – ILM can also simply forward checks directly to your lockbox or any designated address. Checks are scanned before forwarding, so you will have an image of the check.
Why should we use your lockbox over our bank's?
Banks are great for simple depositing of checks and reply devices or coupons. Once there is any complexity, variation or exception handling, clients choose to use us.
- We can handle all of the nuances of complex data capture from checks and forms.
- One check paying multiple accounts
- Handwritten notes on check or coupons
- Multiple checks paying one account
- Credit card capture
- Scanning when documents are submitted
What separates ILM from the crowd?
This is a great question and we know our clients have other choices when it comes to digital mailroom outsourcing. And truthfully, we may not be the right fit for you. We excel in areas such as security, experience and quality but there are other defining factors:
- We’re business to business. ILM works exclusively with businesses and organizations.
- In addition to our SOC2 Audit, for the past decade we use our ISO 9001:2015 Quality Management System as a framework of our processes and quality.
- Our industrial grade processes and equipment are built to work with large sophisticated entities. Our small and medium size companies as benefit from this and allows us to have great relationships.
- We don’t collocate our outsource. A common practice is to have a colocation workspace such as Regus or Carr to provide you with a mailing address and collect your mail and packages. Your face of your envelope is scanned then your chosen mail is shipped to a scanning facility. Often many states away. To our clients, it does not meet stringent quality, accuracy and security requirements. It is often slow with turnaround times of 3 – 5 days. It’s not that this is bad. It’s just not the level of service our clients require.
- ILM began and continues to provide document and data capture services. Since the mid 1980s, we started providing digital mailroom services as a way for us to receive our client’s work directly. These beginnings are, in small part, why the level of our accuracy and turnaround is so high.
Ready to get started on your project?
ILM has the technical skill, experience, and integrity you need to make sure your documents are well organized in a digital format. Get decades of experience working for you.
